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TOWARDSEXPLAININGEMOTIONALLABOR:THEROLEOFEMOTIONALDISCREPANCIESPatriciaB.BargerAThesisSubmittedtotheGraduateCollegeofBowlingGreenStateUniversityinpartialfulfillmentoftherequirementsforthedegreeofMASTEROFARTSDecember2006Committee:JenniferZ.Gillespie,AdvisorSteveM.JexCatherineH.SteiniiABSTRACTJenniferZ.Gillespie,AdvisorWhilepreviousresearchhaspositedthatorganizationaldisplayrulesandemployeeaffectareimportantpredictorsofemotionallabor,themechanismunderlyingtheseisunclear.Thecurrentstudyofferstheconceptofemotionaldiscrepancyasavariablethatmayhelpexplainhowdisplayrulesandaffectgiverisetoemotionallabor.Emotionaldiscrepanciesarecreatedwhenemployees’affectisdiscrepantfromtheorganizationaldisplayrule,therebymotivatingthemtoengageinemotionallabortoreducethediscrepancy.Alaboratorysimulationwasconductedwherebyparticipantsactedaseitherabillcollectororcampustourguide.Theresultsrevealedthatemotionaldiscrepancysignificantlypredictedemotionallaboranddispositionalaffectanddisplayrulesinteractedtopredictemotionaldiscrepancies.Lastly,theresultsindicatedthatemotionaldiscrepancymediatedtherelationshipbetweendisplayrulesandemotionallabor,pointingtotheimportanceofincludingthisconstructinfutureemotionallabormodels.Implicationsandfuturedirectionsarediscussed.iiiDedicatedtomymother,LeslieWelter,whosestrengthandcouragehaveinspiredmetoseizetheday.ivACKNOWLEDGMENTSIwouldliketothankmyadvisor,Dr.JenniferGillespie,forherguidanceandsupportthroughouttheexecutionofthisprojectandthecompletionofthemanuscript.Iwouldalsoliketoacknowledgemythesiscommitteemembers,Drs.SteveJexandCatherineStein,fortheirinsightfulquestionsandhelpfulcomments,whichimprovedthequalityofthisresearch.Iwouldalsoliketothankallofmyfriends,bothnearandfar,fortheircontinuedsupportofmyeducationalpursuits,forlendingtheirearsduringchallengingtimes,andforprovidingasourceoffunandmentalrespitethroughoutthisprocess.Lastly,Iwouldliketoacknowledgemyparentsandbrothers,whohavealwaysbelievedinmeandgavemethestrengthanddeterminationtopursuemygoals.vTABLEOFCONTENTSPageCHAPTERI.INTRODUCTIONTOEMOTIONALLABOR...........................................1Background…...........................................................................................................1Grandey’s(2000)EmotionalLaborFramework........................................................1CHAPTERII.EMOTIONALDISCREPANCIES……......................................................4EmotionalDiscrepanciesandControlTheory...........................................................4EmotionalLaborStrategies........................................................................................6EmotionalDiscrepancyasanAntecedentofEmotionalLabor.................................8CHAPTERIII.DISPLAYRULESANDAFFECTINEMOTIONALLABOR.................11AffectiveDispositionsandDisplayRules:DefaultEmotional“Input”...................11EmotionalDiscrepancyasaMediatingVariable.......................................................14SummaryandFrameworkofProposedStudy...........................................................15CHAPTERIV.METHOD....................................................................................................17Participants............................................................................................................17Procedures............................................................................................................17Measures............................................................................................................20EmotionalDiscrepancy..................................................................................20PositiveandNegativeAffectivity..................................................................21DisplayRulePerceptions...............................................................................21EmotionalLabor............................................................................................22EmotionalDisplayEffectiveness...................................................................23ControlVariables...........................................................................................24viCHAPTERV.RESULTS.....................................................................................................25DescriptiveStatisticsandBivariateCorrelations.....................................................25PreliminaryAnalyses.................................................................................................25HypothesisTesting.....................................................................................................28Hypothesis1...................................................................................................28Hypothesis2...................................................................................................28Hypothesis3...................................................................................................32Hypothesis4.............................................................